Jannie Log Cabin 3x5.76m with Gazebo

 
37 Reviews  

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Reviews

Chris Lunn
Mar 25, 2021
We purchased a Tuin log cabin for our previous house and were very pleased with the overall service. We recently moved house and decided to order another one..
We received our Jannie log cabin fairly late on the expected day. We live in a single track lane approx 400m from the main road and were worried about delivery issues. The driver was superb, he maneuvered his forklift truck and avoided all obstacles, trees, lampposts, cars and a low, narrow bridge with relative ease. The next morning, my wife and I systematically unpacked and checked off our delivery before commencing any work (as instructed). Unfortunately, the foundation beams were all missing. We had to pack the whole cabin up again in order to protect it from the elements.
I tried to phone many times but the office is closed. I sent a personal email, as well as a response using the website, on-line form. To date, I have only received computer driven responses. Are you going to forward the foundation beams or, do I have to go out and buy my own???
The delivery deserves 5*, the quality of goods deserve 5* but customer service has been very poor, hence my 3* overall rating. This may improve if my order is fulfilled in the short term.
If required, I can provide photographic evidence of my order laid out for checking, it is obvious there are no foundation beams.
Tuin reply: We are sorry for your experience. We do admit we are struggling with our current service due to the huge demand for garden related products. This demand is well over 400%. We have taken on 10 more staff but are still training them and this takes time to reach the high levels we require. We try to respond as quickly as possible, especially where aftersales is concerned. We are doing our utmost best but do agree to us failing on occasions in our response times. We look forward to better times, stability and normality for all.